Job Details

Array Behavioral Care is the nation's leading virtual psychiatry and therapy practice. As the leading mental health provider, Array is on a mission to transform access to quality, timely behavioral health care through innovative telepsychiatry solutions and services that span the entire care continuum, from the hospital to the home. Array partners with an extensive network of hospitals, health systems, community healthcare organizations, and payors to improve access and deliver the highest quality of care to patients.

ABOUT THE ROLE

The Access Center Supervisor is responsible for overseeing the day-to-day operations of Array's 24/7/365 virtual Access Center, ensuring efficient workflows and high-quality support for patients, clinicians, and partner organizations. This position plays a key role in maintaining service standards, optimizing processes, and supporting the Access Center's contribution to delivering timely, reliable behavioral health services nationwide. The Access Center Supervisor will bring strong organizational skills, attention to detail, and the ability to guide and support team members effectively. This role works closely with Access Center Representatives, Shift Coordinators, and cross-functional teams to ensure operational excellence, compliance, and a positive customer experience in a fully remote environment.

WHAT YOU'LL DO

• Ensure smooth Access Center operations during assigned shift, monitoring workflows and addressing issues as they arise.
• Supervise and support Access Center Representatives, providing guidance, answering questions, and stepping in for call coverage when needed.
• Assist with training and coaching to reinforce best practices and maintain service quality.
• Monitor daily activities to ensure adherence to policies, procedures, and performance standards.
• Support implementation of policies and KPIs, helping track performance and identify areas for improvement.
• Handle escalated issues promptly, coordinating with other departments for resolution when necessary.
• Promote quality and efficiency by ensuring representatives follow service coordination protocols and clinician availability processes.
• Provide input for performance feedback and improvement plans, contributing to team development and customer satisfaction.
• Maintain system access for representatives (e.g., EMR, phone, chat, internal systems) and troubleshoot access issues.
• Assist with customer experience enhancements and help adopt new technologies as directed.
• Respond quickly to representatives' questions, guiding them through challenging calls or technical issues.
• Ensure compliance with labor regulations, including monitoring breaks and overtime during the shift.
• Performs other duties as needed

WHAT WE'RE LOOKING FOR

• 3+ years of customer service experience, preferably in a call center or healthcare environment.
• Demonstrated leadership or supervisory experience.
• Excellent time management, organization, and communication skills.
• Strong computer proficiency, including familiarity with Outlook, Adobe, Microsoft products, and contact center systems.
• Ability to manage multiple priorities and adapt to changing needs.
• Knowledge of medical and/or psychiatric terminology is strongly preferred.
• Experience with remote team supervision is a plus.

POSITION LOGISTICS

• 100% remote position

• Required to have a private office space in home or elsewhere for confidentiality
• Reports to Senior Manager, Access Center

COMPENSATION AND BENEFITS

• The pay range for this role is $27.40 - $33.17 an hour. This information reflects the anticipated salary range for this position using current market data. The final offer will be determined based on an individual's skills, years of experience, education, capacity, licenses, and other job-related factors permitted by law.

• Medical, dental, and vision insurance, employer paid life & long-term disability insurance, additional voluntary benefits include short-term disability, voluntary employee, spousal and child life insurance, accident, critical illness, hospital, or confinement insurance and flexible spending accounts (FSA) and health savings account (HSA) contributions

• 15 days of accrued PTO annually, plus 8 paid holidays and 3 floating holidays

• 401k

Beware of fraudulent job postings and messages from scammers impersonating Array Behavioral Care employees and Recruiters. The only valid email addresses from Array Behavioral Care will be ...@arraybc.com and we will not ask you to download an app onto your phone in order to conduct your interview.